IT POLICY & Planning-Senior​/Spec​/Service Management Specialist

* This opportunity is open to internal and external candidates*

The ideal candidate is a strategic IT service management professional with a strong background in developing and optimizing ITSM frameworks that align technology investments with business needs and customer experience goals. They excel at collaborating with business partners, IT teams, and external stakeholders to modernize service delivery, strengthen operational efficiency, and support long-term service management strategies. With the ability to translate complex technical and operational concepts into clear, actionable plans, they bring a forward‑thinking approach to improving service integration across programs.

In addition to their service management expertise, the ideal candidate is highly skilled in software license management, maintaining accurate inventories, ensuring compliance with licensing agreements, and partnering with procurement and IT teams to support cost‑effective licensing strategies. They are analytical, detail‑oriented, and comfortable contributing to project‑based initiatives that enhance agency performance. Above all, they are a collaborative, customer‑focused leader committed to continuous improvement and advancing ESD’s mission through thoughtful, innovative technology service management.

The Innovation & Technology Office, Information Technology Services (ITSD) Division of the Employment Security Department (ESD) manages, develops, supports, and maintains the agency’s computer systems, web technologies, network and data communications and the data warehouse. It also provides technical assistance for installation and operation of personal computers and software.
This full‑time/permanent role is primarily telework; however, you may need to report to the office for occasional meetings or special events.

This position is responsible for developing, deploying, and optimizing the IT Service Management Program ensuring alignment with business transformation, customer experience improvements, and technology investments. The role will implement robust IT service management (ITSM) strategies, that will drive efficiency, enhance service integration across programs, and improve overall agency performance. In addition to service management leadership, the ideal candidate will also be responsible for managing software licenses, ensuring compliance with software agreements, and optimizing software usage across the organization.

This includes maintaining accurate license inventory, analyzing usage trends, and collaborating with procurement and IT teams to support cost‑effective licensing strategies.

• Develop and implement a comprehensive plan for the future of IT service management, defining and documenting IT services, processes, measures, and investment needs.
• Assess the IT organization’s current service landscape and develop a roadmap for modernizing service management approaches including identifying and prioritizing opportunities for automation and process optimization.
• Partner with business and technology leaders to identify opportunities for service improvements, ensuring alignment with agency goals and performance metrics.
• Ensure the service management strategy enhances equitable and accessible services for all customers.

• Establish and refine the IT Service Management (ITSM) framework, incorporating ITSM best practices and industry standards.
• Develop and implement key service processes such as Incident, Problem, Change, and Request Management, ensuring seamless service operations.
• Develop, deploy, and optimize ITSM tools (e.g., BMC Helix, Service Now) to improve workflow automation, reporting, and service request tracking.
• Consult and recommend senior leadership about technology investments and prioritization that align with the agency’s strategic initiatives.
• Design governance structures to maintain service quality, security compliance, and continuous improvement.
• Define performance metrics, SLAs (Service Level Agreements), and KPIs to track service effectiveness and…